Acceptable use policy

You must not use Setliva to:

• Pursue a debt you do not own and are not authorised to collect on behalf of the owner.
• Pursue a debt you know, or ought reasonably to know, is not owed — including one already settled, already refunded, or covered by a credit note.
• Pursue a debt from a person who is not the debtor, or contact a third party in a way that discloses the existence of the debt to them.
• Pursue a debt beyond the applicable limitation period as though it were enforceable.
• Contest a card transaction you know to have been unauthorised, or file evidence you know to be inaccurate or incomplete.

Several of these are enforced by the engine as hard blocks. That is a safety net, not permission to rely on it — the obligation is yours.

Every message, call and notice produced through Setliva must comply with the law applicable to the debtor, and must not:

• Harass, oppress, abuse or intimidate, whether by content, frequency or timing.
• Use obscene, threatening or abusive language.
• Threaten action you do not intend to take, or are not lawfully entitled to take.
• Threaten criminal proceedings, arrest, or consequences for the debtor’s immigration status, employment or family.
• Misrepresent who is contacting them, the amount owed, or the consequences of non-payment.
• Imply the sender is a court, a law-enforcement body, a regulator or a law firm when they are not.
• Continue after the debtor has validly disputed the debt, until the dispute is resolved.

You must configure and respect contact frequency caps, quiet hours in the debtor’s local time, and per-channel consent.

The product ships with defaults intended to be conservative — a seven-attempt rolling weekly cap, an 08:00 to 21:00 local contact window, and recorded consent required for WhatsApp, SMS and voice. You may tighten these. Loosening them beyond what applicable law permits is a breach of this policy.

Where a debtor asks to be contacted on a different channel, at a different time, or not at all, that instruction must be recorded and honoured.

Where you become aware that a debtor is in financial difficulty, is bereaved, is unwell, or is otherwise vulnerable, automated sequencing must stop and the account must be routed to a person.

The product supports this: any case can be suppressed, and an account in insolvency proceedings is gated out of automated pursuit entirely. Use it.

You must not:

• Attempt to gain unauthorised access to the service, other customers’ data, or the underlying infrastructure.
• Probe, scan or load-test the service without our written permission.
• Reverse engineer the decisioning logic to build a competing service.
• Upload malware, or content you have no right to upload.
• Use the service to send anything unrelated to a legitimate debt or dispute matter.

We may suspend or terminate access where we reasonably believe this policy has been breached. Where the breach is capable of remedy and no one is at immediate risk, we will ask you to remedy it first.

If you believe Setliva is being used in breach of this policy — including if you are a debtor who has received contact you believe is improper — write to hello@setliva.com. Tell us what you received and when, and we will investigate with the customer concerned.